Service Manager provides an option to add members to a request. As well has having an owner who has the overall responsibility for the request, other Service Manager users can be added as members to participate in the investigation and resolution of that request.
Support staff that belong to the team where the request is assigned can be added as a member by the owner or they can add themselves. At a glance one can see who has been involved with this request.
Request Owners can also invite people from other teams by adding them as a member. Where teams may normally have limited visibility and rights to a request belonging to another team, adding someone as a member gives the required access for that member to participate on that request as if they were a member of your team. This lets you reach out for help on an individual request without having to open up access to your entire queue.
When raising a request and assigning that request to another team, one can also be automatically added as a member. This will allow you to continue to participate or keep up to date with the progress once it has been handed over to a different team to manage.